Asia's Premier Business and Technology Publication

Technology has thrust the CIO onto the centre stage and there are now plenty of opportunities for ambitious CIOs to make their mark on the business. However, in recent years, only a handful of CIOs have become the CEOs of major businesses. The question is: why so few?

TOPICS

The pace of technology and business change is unprecedented and it's all converging into the data centre. Dimension Data's approach to building the next-generation data centre is to help its clients consolidate, relocate or right-size the data centre.

TOPICS

In healthcare, particularly over the past 10 years, barcodes have been used to accurately identify products, patients and samples, and are vital in ensuring the quality of pharmaceuticals and medical devices administered to patients. Now the question is what...

TOPICS

Singtel has taken the wraps off its virtual reality (VR) and augmented reality (AR) technology as part of its television production capabilities, which the company says is the first of its kind in Singapore.

TOPICS

Singapore's aim to become the world's first Smart Nation is already underway with a series of pilot tests being undertaken in a large public-private collaboration at a development called Jurong Lake District.

IDC Financial Insights’ Asian Financial Services Congress (AFSC) will continue our decade-long commitment of bringing together the best minds of the industry to discuss the latest developments, opportunities, and disruptions in the region’s financial sector.
At AFSC 2015, the team from...

Right Side Sticky Menu

Call center

Verizon, inContact team up to offer cloud-based customer care solutions

Verizon has teamed up with inContact to offer an advance suite of cloud-based Virtual Contact Center services.

The service, which will be available starting January 2012, promises to help multinational business and government agencies communicate more effectively with customers.

“Bringing inContact’s award-winning cloud platform and deep experience with highly satisfied customers to Verizon’s world-class suite of Contact Center solutions will help to accelerate cloud-based customer contact solution adoption. Together with Verizon’s global reach and world-class sales and service teams, we will be able to shape and meet the growing demand for these compelling and cost-effective customer-facing capabilities,” said Paul Jarman, inContact CEO.

Mike Palmer, vice president of enterprise strategy and marketing for Verizon, meanwhile, said the move is part of Verizon's strategy to deliver enterprise cloud solutions for multinational and government customers.

One of the features of the new product is a special software that can recognize incoming callers and refer specific customers to agents with the appropriate level of expertise. This eliminates the need to transfer a customer from one agent to another, an often lengthy process that frustrates customers. Comprehensive agent desktop tools are also made available to help educate and prepare agents to field customer inquiries and resolve them quickly.

Since Virtual Contact Center solutions are cloud-based, Verizon and inContact stressed that there is no upfront capital investment for companies. The service can be also employed to augment and adjust existing customer service operations to address changing business requirements.

In her 'Mid-Year 2011 Contact Center Trends Watch List,' Elizabeth Herrell, vice president and principal analyst for Constellation Research said there is a big opportunity for companies who need to support departmental customer initiatives but lack budgets for acquiring the technology infrastructure.